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How Emotions Influence Consumers' Perception of Credibility and Trust in CSR Communication

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How Emotions Influence Consumers' Perception of Credibility and Trust in CSR Communication Department of Informatics and Media Digital Media and Society Two-Year Master’s thesis The Age of Emotionality? – How emotions influence consumers’ perception of credibility and trust in CSR communication Student: Anika Reupsch Supervisor: Göran Svensson Spring 2017 Abstract Companies around the world are using different strategies for their corporate social responsibility (CSR) communication, but finding an appropriate strategy to enhance trust and credibility on the consumer side remains challenging. The constitutive aspect of emotions in CSR communication has long been overlooked. Therefore, this study investigates the influence emotions in CSR communication have on the credibility and trust consumers have in a firm’s CSR. Quantitative research with group division was conducted. The online survey used authentic CSR communication content of a German trading company, which was classified in two categories: low emotional appeal and high emotional appeal. Statistical tests for group differences, correlation, factor analysis and multiple regression were carried out to study the influence of emotions on credibility and trust. The applied test statistics for comparing groups differences have shown a significant difference for guilt and regret, which are reduced for the group exposed to high emotional CSR content. Similarly, comprehension is enhanced, whereas sincerity is reduced for high emotional content. Above that, it was proved that positive emotions have a positive effect on perceived credibility for both text- image and moving image CSR content. However, negative emotions influence perceived credibility only for the text-image content. To the contrary, the analysis for moving image content revealed another dimension formed by interest and compassion, that positively influences perceived credibility. Regarding the dimensions of credibility, it was shown that understandability is negatively influenced by negative emotions, whereas perceived truth, sincerity and normative appropriateness were enhanced by positive emotions. The findings support, that emotions should be taken into account when analyzing the effects of CSR communication. Companies, but also academic research needs to address that credibility of a company and its CSR communication is influenced by the consumers’ emotions, positively as well as negatively. Hence, the creation of CSR communication content needs to carefully address which medium to choose, which emotions are desirable and which should be avoided, when communicating CSR to the consumer. Keywords: corporate social responsibility, corporate social responsibility communication, corporate communication, public trust, credibility, emotions, media selection 2 Table of contents List of figures .................................................................................................................................. 6 List of tables .................................................................................................................................... 6 1. Introduction ............................................................................................................................. 8 1.1. Research purpose und questions ...................................................................................... 8 1.2. Thesis disposition .......................................................................................................... 10 2. Literature review.................................................................................................................... 11 2.1. Setting the scene – approaches to CSR ......................................................................... 11 2.1.1. The evolvement of CSR ........................................................................................ 11 2.1.2. Concepts and Definitions ...................................................................................... 12 2.1.3. The stakeholder approach to CSR ......................................................................... 14 2.2. CSR communication ...................................................................................................... 15 2.2.1. Foundations of CSR communication ..................................................................... 15 2.2.2. Challenges in CSR communication ....................................................................... 16 3. Theoretical Framework.......................................................................................................... 18 3.1. Trust and Trustworthiness ............................................................................................. 18 3.2. Credibility and Legitimacy ............................................................................................ 20 3.3. Emotions and Emotional appeal .................................................................................... 22 3.4. Theoretical discussion ................................................................................................... 27 4. Methodology .......................................................................................................................... 30 4.1. Research design ............................................................................................................. 30 4.2. Case Study approach ..................................................................................................... 31 4.3. Data collection ............................................................................................................... 33 4.4. Measuring emotions ...................................................................................................... 34 4.5. Measuring credibility and trust ...................................................................................... 36 3 4.6. Statistical considerations ............................................................................................... 38 4.6.1. Population and sampling ....................................................................................... 38 4.6.2. Reliability and validity .......................................................................................... 38 4.7. Statistical tests ............................................................................................................... 39 4.7.1. Hypothesis testing and significance level .............................................................. 40 4.7.2. Likert type items and Likert scale ......................................................................... 41 4.7.3. Comparing groups with statistical tests ................................................................. 41 4.7.4. Bivariate Correlation ............................................................................................. 42 4.7.5. Factor Analysis ...................................................................................................... 43 4.7.6. Multiple Regression ............................................................................................... 44 4.8. Ethics ............................................................................................................................. 46 4.9. Reflection ...................................................................................................................... 46 5. Results ................................................................................................................................... 48 5.1. Testing group differences .............................................................................................. 48 5.1.1. Differences in mediated emotions ......................................................................... 48 5.1.2. Differences in perceived credibility ...................................................................... 50 5.2. Correlation between emotions and credibility ............................................................... 51 5.3. Factor analysis ............................................................................................................... 55 5.3.1. Factor analysis for data reduction .......................................................................... 55 5.3.2. Correlation between extracted factors and dimensions of credibility ................... 60 5.4. Multiple regression ........................................................................................................ 63 5.4.1. Regression model for perceived credibility and trust after reading the text .......... 63 5.4.2. Regression model for perceived credibility after watching the video ................... 64 6. Analysis ................................................................................................................................. 66 7. Conclusion and Discussion .................................................................................................... 72 7.1. Future research .............................................................................................................. 73 4 7.2. Practical implications .................................................................................................... 74 8. References ............................................................................................................................. 77 Appendix ....................................................................................................................................... 82 5 List of figures Figure 1: The pyramid of CSR by Carroll (1991)
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